Head of Delivery

Tonkean is the world’s first totally customizable process experience platform. With Tonkean, you can create intelligent, personalized automations that integrate with every app or system your organization uses. You can cultivate an employee experience that democratizes access to innovative technologies traditionally only available to highly trained developers. You can enable employees to focus more fully on high-value tasks, because you can enable them to automate low-value tasks. You can create inbox solutions that automatically analyze, prioritize, and route unstructured requests coming from any source, and you can track the status of action items as employees collaborate across teams to complete them. And you can design processes that employees are guaranteed to adopt and benefit from no matter their technical acumen, because Tonkean meets employees where they are—eliminating the need for change management—and is 100% no-code. 

At Tonkean, we believe that all this—compliance, efficiency, operational excellence—requires high levels of process adoption. But to ensure high levels of process adoption, you need to create processes that provide a great employee experience: that serve employees’ needs, understand their preferences, and solve their problems. 

To that end, you need a barrier-breaking technology partner. That’s what Tonkean seeks to be. 

ROLE OVERVIEW

Tonkean is seeking a Director of Delivery to lead and scale our implementation, engagement, and professional services teams. In this pivotal role, you will ensure seamless and impactful delivery of customer implementations and professional services projects, driving exceptional outcomes for our enterprise clients. As a strategic leader, you will develop scalable delivery processes, foster a culture of collaboration and accountability, and partner with cross-functional teams to continuously improve Tonkean’s customer success and operational excellence.

This role is ideal for someone who thrives in a fast-paced, independent environment and is passionate about delivering innovative solutions to enterprise customers.

WHAT YOU WILL WORK ON

• Define and execute the vision and strategy of Tonkean's implementation, engagement, and professional services teams, aligning with company objectives and ensuring the successful delivery of customer projects.

• Develop and optimize processes to to scale delivery operations effectively as Tonkean grows its customer base.

• Oversee customer projects to ensure they are delivered on time, within scope, and exceed quality and satisfaction standards.

• Serve as the point of escalation for complex implementation challenges, providing strategic guidance and solutions.

• Partner with product, engineering, and sales teams to improve customer onboarding workflows and service delivery processes.

• Identify and implement tools, methodologies, and best practices to enhance operational efficiency and process excellence.

• Lead efforts to scale the delivery function by hiring top talent, engaging with implementation and integration partners, and leveraging domestic and international resources.

• Foster a culture of collaboration, professional development, and accountability across the delivery organization.

• Become certified on the Tonkean platform and champion its value in customer engagements.

ABOUT YOU

• Bachelor’s degree in a technical field (e.g., Computer Science, Information Systems, or Engineering) or equivalent work experience; a Master’s degree is a plus.

• Relevant certifications such as PMP (Project Management Professional), PRINCE2, Agile/Scrum certifications, ITIL, Six Sigma, or process improvement methodologies are preferred.

• 10+ years of experience in customer delivery, implementation, or professional services roles, with at least 5 years in a leadership position managing multiple teams or organizations.

• Proven track record of successfully managing complex technical implementation projects in a SaaS enterprise technology environment.

• Experience working with enterprise clients at the Director, VP and Executive levels of Fortune 1000 companies.

• Hands-on experience delivering tailored, non-templated project roadmaps for unique customer needs.

• Strong technical acumen, with experience in no-code/low-code platforms and process automation tools.

• Exceptional ability to design, analyze, and enhance process diagrams and workflows in collaboration with customers to maximize value delivery.

• Expertise in process optimization, customer success, and scaling delivery operations.

• Outstanding problem-solving and decision-making skills, with a focus on delivering measurable value to both customers and internal stakeholders.

• Strong communication skills, with the ability to articulate complex concepts effectively to both technical and non-technical audiences.

• Self-starter who thrives in a fast-paced, independent environment where trust and accountability are key.

• Passionate about creating exceptional employee and customer experiences.

• A customer-centric mindset, with the ability to uncover nuanced pain points and deliver innovative solutions tailored to each client’s needs.

OUR VALUES

• There Is Always A Way.  At Tonkean, we believe that nothing is impossible.  There is a solution to every problem - you just need to find it.  

• Think People First.  We believe in investing in, empowering, and prioritizing people. We work as a team and win as a team. We listen with purpose as we speak with courage. We believe in diversity.  We always ask ourselves: Is this giving value to our customers? Is this improving our team? Is this helping me be better?

• Start With Why And Fail Fast. We believe that progress is the only way forward; that action is always better than no action; that innovation requires bravery.  We believe that every worthwhile “how” starts with an important “why.” If you know the “why”, and you can learn from it, It’s never a failure. It is the operational cost of progress.

• No BS.  To matter, you must - stay focused, keep it simple and always move the needle.  We don’t have time for BS. We don’t waste energy; we prioritize efficiency; we stay focused; and we always try to optimize for what’s important. 

PERKS AND BENEFITS

• Collaborate with a talented yet humble team as we empower operations teams and eliminate mundane tasks

• Unlimited PTO and flexible working hours

• Remote office setup stipend

• Tonkean provides each employee with a new MacBook Pro

$175,000 - $200,000 a year

This role offers a competitive compensation package, including a base salary, performance-based incentives, and equity opportunities. Compensation will be commensurate with experience, skills, and qualifications. Tonkean also offers a comprehensive benefits package to support the well-being of our employees.

Tonkean welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply and tell us why you’d be a great fit.

Tonkean is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. We believe diversity is important to building a successful business and do not discriminate based upon race, religion, color, national origin, sex, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or any other status protected by the laws or regulations in the locations where we operate. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with criminal histories.